Help Scout Destination

Help Scout is a help desk software company which provides an email-based customer support platform, knowledge base tool, and an embeddable search/contact widget for customer service professionals.

Getting Started

Before you start, make sure Help Scout supports the source type and connection mode you’ve chosen to implement. You can learn more about connection modes here.

1. From the Segment web app, click Catalog.
2. Search for Help Scout in the Catalog, select it, and choose which of your sources to connect the destination to.
3. Click “Connect to Help Scout” to start the Help Scout authentication process. Help Scout provides a secure token that Segment uses to send data to Help Scout. If you need to change accounts, click Disconnect, then connect to a new Help Scout account.
4. Enable the Destination.
5. Start sending events!

Identify

If you’re not familiar with the Segment Specs, take a look to understand what the Identify method does. An example call would look like this:

analytics.identify({
  userId: '019mr8mf4r',
  traits: {
    name: 'Kamala Khan',
    email: 'kkhan@colesacademic.edu',
  }
});

You can use the Identify call to create or update customers in your Help Scout account.

A name and an email are required by Help Scout to complete the request. You can set the userId as the email, although this is not recommended. You can also specify firstName and lastName traits instead of a single name trait. You can learn more about which properties Help Scout will accept here.